The use case here is to capture the subject line of every reply that is sent to a ticket and then match it with the subject of the ticket and if there is a change, then a new ticket has to be created. I checked the Product Events event and it does not return the subject line. Is there any way we could achieve this using a custom app?
One of the straightforward ways we can do here is to capture the ticket ID from the
onConversationCreate payload and use it to make an API call to the Freshdesk API and get the subject. You can maybe use it then to match it and let the app decide if a new ticket to be created.
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